Over the past few years, introduction of social media, mobile smart phones, big data, analytics and cloud has been fundamentally changing existence and the way we work and interact. These forces have increased user’s expectations, pushing the corporations to reconsider their end-to-end customer experience strategy.
Client engagement solutions should concentrate on providing an increased direct experience and help businesses increase revenue, expand margins, improve client satisfaction and preservation, and offer the much-needed differentiators in this competitive world.
Virtual Assistant technology is a new area that might be integrated with the existing applications, helping users to converse in natural language with a realistic online avatar that responds to their queries in text or voice.
They give you a customized experience that reduces the need of in touch with support team; builds a brand image and increases customer satisfaction. It could be integrated with the existing applications as well stretching them and adding value to the assistance they offer.
Here we explore how tech virtual assistant could be added to the Omni-channel communication solutions and discuss solutions developed for the domain to help improve and improvise their customer engagement opportunities.
Customer desires the appropriate response to their queries when they visit a support website or contact the helpdesk. They expect their concerns answered, problems resolved so that the overall experience becomes a satisfying one.
Not really meeting their expectations would bring about an unsatisfied customer and hence a loss to the enterprise brand. Other challenges in providing high quality service are the poor experience with support via web, phone or email, lack of product knowledge, long call waiting queues and linguistic misunderstandings etc.
Enterprises can significantly increase their brand value and sales by providing customers with fast and correct responses through a highly effective customer engagement services. It can help them increasing their services, increasing customer satisfaction and retention.
Enterprises can leverage virtual assistant remedies increasing their various customer support functions including enrollment form filling, first notice of loss claim, front desk, meeting reminders and other personal services.
Meeting the ever-increasing expectations of the tech savvy users having various channels for communication, including web, mobile, Facebook, Twitter etc. Making a good first impression when a web application or a mobile application is accessed for the first time and thereby increasing the chances of a revisit.
Providing a personal support at the time of a new account creation or product registration which could need involving an agent. Providing a user-friendly self-service feature that could be faster than talking to a live agent as a preferred mechanism.
A Va is a conversational lifelike, online avatar that can replicate a conversation to provide voice or text-based engagement on any web application or mobile interface. They can converse in natural language with the avatar to respond to queries, understand questions, give you a detailed step-by-step activities for certain processes and provide cross-sell opportunities depending on interests, etc.
It is very effective in situations where call rates are extremely high. They are able of understanding different languages and can communicate in the natural language. Digital Assistants can be quite successfully applied to optimize the amount of support team size.
A Virtual Assistant not only resolves the problem of the customers, but may also be configured to give more information about the promotions and offers. Regarding the example, if we have to fly from one spot to another, it will not only inform about the flights, but also provides the details about the hotels where we can stay, promotions while offering, luggage limitations, climate of the location and every other destination specific details that are configured.